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TripAdvisor traveler rating2238 reviews
Great oceanfront hotel
My husband and I recently stayed in room 5008 which is at the back of the resort, long walk but great view. Pools, chairs and amenities were enough for a short stay, unfortunately covid is making the overall resort experience not as relaxing. Staff was very helpful when needed. The beach rental chairs are reasonable and can be added to your room charge.
I'll be frank....
My family and I spent a night here on our way to Florida and the room we were assigned, had BLACK MOLD all over the ceiling and A/C vent. I was horrified. $409 for one night and they put us in a room with black mold all over the ceiling. I went to front desk to requested a new room and the staff member was very apologetic and offered us a new room, which we obviously took. He had originally told me would have to move from 3rd to 2nd floor which was fine as long as the room was (I assumed upgraded). I said fine, he stepped away to personally check the new room, so I waited. When he returned he said the room was great and we'll love it. He said to go get our stuff and then someone would be up to give us the key for the new room. Well he comes to our room to deliver the keys and proceeds to tell me, we are staying on the same floor.... same type of room....ok? What happened to the 2nd floor room? I was so annoyed at this point after 10 hours in the car I didn't bother to argue. I was told we would get a credit for the room and $50 credit toward the room for food or drinks. I ordered our kids 2 grilled cheese meals costing $35 and the other $15 was a waste since $15 covers NOTHING else anyway and I'm not about to give them more $$. I'm going to request a full refund or at the very least I want half our money back. I could've stayed at a much cheaper hotel for the same quality of room. VERY DISAPPOINTING.
Great hotel; but check over your resort charges at check-out
We really enjoyed our stay at the Westin during the first week of August 2020. The hotel is in the perfect spot on the Island: one side of the hotel is flanked by private residences, so the beach was never packed. We were able to take long walks on the beach past the private houses, and there were very few people around. We walked all the way to where the beach curved into a sort of bay, and discovered a sea wall with large boulders where the hermit crabs were numerous. We also saw blue heron, pelicans, egrets, and lots of crabs. The beach has very soft sand, and you can feel the sand dollars underfoot when you are swimming in the ocean. My son did get stung by a jellyfish, as did multiple others on one of the days we were there; however, after applying wet sand to the sting, he said it only hurt for about a half hour. We did see a cannonball jellyfish washed up on shore, but that type has a sting that apparently doesn't bother humans, so clearly it was a different type of jellyfish that was responsible for the sting. The hotel also has a large pool, a kid's pool, and another small covered pool, for those that are afraid to swim in the ocean. The food at the resort was excellent, and I thought fairly well-priced for most items (alcoholic drinks are pricey). In fact, neither my son nor I had any dishes at the resort that we didn't think were delicious. The servers were so friendly and helpful (we loved Randy at View 32!). I would suggest to the resort that they add a venue that served ice cream, and not just the packaged kind that you can buy at the hotel shop; I am sure ice cream would be a popular treat with guests. Our hotel room was quite comfortable, and the bathroom looked very new. We also enjoyed our small balcony. We had one issue with the toilet, but a call to the front desk took care of it immediately and all was fixed within 10 minutes. The hotel complex itself is quite large, so be prepared to do some walking, especially back and forth from the beach, through the pool areas. We loved the free shuttle bus that takes you into Shelter Cove, which has a variety of great restaurants and shops. Giuseppi's Pizza and Kilwin's ice cream shop were awesome! The only disappointing thing about our vacation at the Westin was that the hotel double-charged me the resort fee. I have made 2 calls to the hotel to correct the overcharge, and although they said the refund was processed on the 19th of August, it is now September 8 and my credit card company said that the hotel has NOT yet issued a refund. I left a message for the accounting department but have yet to hear back. So my advice: check your bill before you leave the hotel. All-in-all, I would recommend the Westin, and will consider revisiting some time in the future.
Do NOT stay here -please read all reviews!
Disappointed in myself for not taking the previous reviews on the property seriously. I have a been a contributor for over 14 years and we do not get paid or receive any incentives to take the time to review. We just enjoy giving back true testimonies of our experiences to help others plan accordingly. This Westin is in an amazing beach city but this location put a bad name to Marriott hotel brands. Ocean view, 4th floor, Room was OK- fridge not clean (milk stains,view my pics). Tub clogged from old hair(not ours), so tub needed to be clean more than normal due to debris and dirt. Housekeeping friendly but were wearing masks on chins as they talked amongst themselves in the halls. We witnessed that numerous times. Room service -breakfast was great and pricey (as expected) but they had to call back because they didn’t have my mother’s order correct for her eggs. Has to wait another 20 mins. Pool food and drinks were great and easy to add to room charges. Resonance parking in garage or lot. Issues: There is ONE elevator on the left side of the hotel faaaaaaar way from the lobby. You have to walk the fire left side to meet it and it is small and needs repairs (closes on you quickly). Most guests were friendly and waited or gave you space but again it’s small and there is only ONE. Not recommended for those with small injuries or handicap. My mother had a cane and the long walks to the elevator exhausted her. I think there are some accessible rooms per the staff Miriam but they are limited . No one at the pool wore masks except staff. Mostly everyone wore masked inside. Alexandria at check in did not give me my parking pass, and other check in info. I had to go back in line and the trainee(Liz) assists me with my other items . I was able to pre-check in with Olivia to avoid CC exchanged from hand to hand. With the assistance of her and head Manager, Daniel prior to arrival I was able to to get in my room earlier. Biggest problem was with the night manger, (Kenosha/Keoshia) who continued to answer the phone on speaker phone with a ton of background noise and traffic in the red eye hours (before 8am). She end up charging my room services fees TWICE. I had also asked her to extend my check out to 1 hour later (12pm instead of 11am) she immediately cut me off with a “no extensions.” I proceeded with explaining that my 4th grader had virtual learning until noon and we would already have our items in the car. She finally said ok. When I mentioned this issue to Marriott rewards member customer care, she was not the friendliest and stated “ well that was nice of her because she didn’t have to due to COVID, etc etc” It was not busy nor was it the weekend(Tuesday). But the tone of the manager at Westin could have been better with an explanation or why versus just cutting me off. I had to wait an entire week for the 2nd charge to be released from my bank account. Customer care stated they would have Daniel call me back -never hard back from him after my charge issues.
Vacation Tried Something New
Great property and location. The hotel was very clean and they did an excellent job making sure “Covid 19” protocol was followed and all guest complied. Marriott is my brand and I generally stay at the Marriott in Palmetto Dunes. I have achieved Ambassador status with Marriott for a number of years. I decided to try the Westin this year for a change. The property is first class, the staff is attentive however the management is apathetic and absent to guest. Upon checking In I was told I did not have a reservation, we sorted that out after about 15 minutes and providing my confirmation number multiple times. A number of request were promised but never delivered on or even followed upon. I’ve waited over a month to post a review as I wanted to give the hotel the benefit of the doubt in an unusual year. After leaving two messages post my stay with no return call I decided to share a review. This could be one of the gems in Marriott’s portfolio if the management team followed up and trust tried.